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Salary: USD 221,200 - 387,100 / annual
ServiceNow's APEX (AI, Product, Engineering, and Experience) organization is seeking a Principal Technical Program Manager to lead the company's most critical cross-functional strategic programs. You will operate at the intersection of strategy and execution, setting the standard for how high-impact programs are designed, governed, and run at scale across the organization.
In this role, you will drive large-scale, high-visibility cross-functional programs with quantifiable impact on revenue, market position, and competitive advantage. You will translate business objectives into execution strategy, take full ownership of project planning and delivery from conception through operations transition, and organize complex, ambiguous problems into prioritized milestones, deliverables, and success criteria. You will develop trusted relationships with key stakeholders, technology, and functional leaders, establishing regular cadences and holding resources accountable for program responsibilities.
You will develop and implement scalable processes, templates, and training to ensure program delivery and process adoption, overseeing change management efforts and guiding teams through organizational transitions. As an AI-native program manager, you will use AI tools to synthesize intelligence across workstreams, surface risk signals, ensure data informs decision-making, and provide leadership with actionable, forward-looking intelligence. You will establish governance frameworks, lead executive-level meetings and cross-functional events, and serve as the go-to source of leadership, transparency, and visibility—clearly communicating objectives, status, risks, and results while ensuring surgical execution and handoffs across workstreams.
You will champion AI-native ways of working across the APEX Strategic Programs team, evaluating, adopting, and scaling AI tools that increase team throughput, reduce coordination overhead, and surface insights faster across complex program portfolios.
QUALIFICATIONS:
- 12-15+ years of experience driving large-scale, complex global change initiatives and programs to successful implementation, preferably in Technical Program Management, Strategic Program Management, Mergers and Acquisition Integrations, Management Consulting, or Strategy roles in high-stakes environments
- Proven program leadership track record: successfully led large, complex cross-functional programs to completion in TPM, strategy consulting, M&A integration, or similar roles; ability to navigate ambiguity and drive accountability at scale
- AI-native mindset: curiosity about how AI can improve work; experience experimenting with AI tools, iterating on outputs, and thinking critically about where they are genuinely useful versus hype
- SaaS/enterprise software context: understanding of industry constraints, competitive dynamics, and customer priorities; prior work in or closely with this industry
- Strategic + execution mindset: ability to think ahead without getting lost in strategy; equally comfortable owning details and unblocking people to get work done; capacity to translate big goals into concrete milestones
- Stakeholder navigation: ability to build trust with senior leaders and technical teams quickly; influence without authority; bring people together across functions and levels; keep them focused on what matters
- Clear communication: ability to write and speak clearly about complex topics; skill at distilling noise into signal; capacity to explain why something matters to executives, engineers, or anyone in between
- Self-directed: ability to work independently, stay organized, and keep things moving when situations become messy
